Ring Central Interface with CRM Customer Console
RIMSS offers an interface with Ring Central telephone systems. To utilize this interface, you will need to subscribe to Ring Central phone services and the RIMSS CRM module. Once configured, this interface will read the caller id and phone number of incoming calls and complete a customer search on the customer console. The interface will also log incoming calls that are answered and provide reporting on call history. A user can call out directly from RIMSS through the interface.
This interface works with the Ring Central Web App, the stand-alone Ring Central App, and the Teams plug-in Ring Central App. A user can utilize the mobile Ring Central app to answer calls on a mobile device as long as they have one of the Ring Central Apps listed active on the computer where they are logged into RIMSS.
Configuring the Ring Central Interface in RIMSS
You will need to obtain the Dealership Credentials for Ring Central used to connect the interface. These will be provided by Ring Central and RIMSS. Once received, the ftp services table in RIMSS will need to be updated.
Navigate to File > Manage > Manage FTP Services. Fill in the fields according to the map below.
FTP Service Name: RingCentral
FTP Host Name / IP Address: https://platform.ringcentral.com
Remote Directory Path: Company's Main Ring Central phone number provided by Ring Central. Format as +12223334444
Username: Ring Central ClientID provided by RIMSS
Password: Ring Central Client Secret provided by RIMSS
Dealer Code: Ring Central JWT Token provided by RIMSS
After creating the FTP service, you will need to configure each user with their phone number. Navigate to File > Manage > Users and Roles and click on the "Manage Ring Central Telephony" tab. You will see a list of users in this tab. Double click on a user to open the form that will assign the phone number to the user.
Once the user is configured, they will need to log into their Ring Central phone app and keep it open on their PC. Next, open RIMSS and navigate to the Ring Central Form tab. For any sessions of RIMSS that you want to monitor calls, click on the "Monitoring Activated" option. The system will show when it has started monitoring Ring Central calls.
While the monitor is active, the system will open the CRM Customer Console and search the phone number for any calls that you answer. If there is one exact match to the caller phone number, the form will populate with the customer. If there are multiple customer matches, you will receive a search pop-up with the list of all matches to choose the correct customer.
After the user hangs up, the Call History Log is updated. Note: to search by Employee, you will enter the User ID in the Employee Name field.
If the Ring Central Interface becomes unresponsive at any time or the Ring Central tab is not open in RIMSS, a user can go to File > Manage > Ring Central Service to restart the service.
